Customer Support Analyst III

With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Here’s where you come in:

As Customer Support Analyst III, you will be responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing help desk support. You will work with a broad range of infrastructure products and basic networking components. You will provide maintenance and support for moderately to highly complex client products and work on one or more projects concurrently as a team member. You will respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise.

Requirements include:

• Bachelor’s degree in Computer Science, Information Systems, or Industry related certificates (i.e. Cisco CCSA, Microsoft MCSE etc.) or related IT work experience
• Minimum 1-2 year of experience in providing IT services to different profile of customers in business environment.
• Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills.
• Proven technical computer skills in Microsoft Office Software, different antivirus solutions, network environment, cloud backup and restore system.
• Fluent in verbal and written English language. Any other language will be considered an advantage.
• The position requires ability and willingness to travel domestically and internationally up to 20% of the time.